Laquanda Washington

PROFESSIONAL SUMMARY

Strong passion to deliver customer satisfaction and unparalleled

support. Enhances customer experience by employing service-oriented behaviors and listening attentively. Team player, eager to embrace new experiences and assist team achieve company goals. WORK HISTORY

Loan Servicing Specialist, 07/2022 to Current

Upgrade - Phoenix, AZ

Customer Service Representative, 07/2020 to 07/2022 Wells Fargo Home Mortgage - Phoenix, AZ

Human Resource Specialist, 03/2017 to 04/2020

Wells Fargo - Phoenix, AZ

CONTACT

Address: Phoenix, AZ 85007

Phone: 602-***-****

Email: *******@*****.***

WWW: Bold Profile

SKILLS

LAQUANDA WASHINGTON

• Serviced accounts by investigating issues and found solutions

• Identified areas of opportunity to improve customer satisfaction Answered up to 80 incoming calls per day regarding bills, service questions and general concerns

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Provided technical support to customers, troubleshooting technical issues and providing solutions

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Obtained updated contact information from all customers and verified data for accuracy

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Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms

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• Monitored system performance to identify potential issues

• Created user accounts and assigned permissions

Analyzed customer service trends to discover areas of opportunity and provide feedback to management

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• Consecutively received monthly performance bonus of $250

• Processed ACH and EFT payments

Increased customer knowledge with options for loan modifications, payment deferrals, as well as short sales to prevent forclosure

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Provided excellent customer care by responding to requests, assisting with product selection and managing up to 60 calls per day

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• Utilized resource systems to document tasks performed

• Microsoft Word/Office

• ACH and EFT Processing

• Customer Relations

• Mortgage Servicing

• Understanding of Content

• Financial Services

• Conflict Resolution

• Time Management

• Data Entry

• Customer Satisfaction

• Technical Support

• Proficient In Microsoft office

• Great Mathematical Skills

Fraud Analyst, 04/2012 to 02/2017

Fedility Information Services - Milwaukee, WI

Customer Service Representative, 04/2007 to 04/2012 U.S. Bank - Milwaukee, WI

EDUCATION

Associate of Arts, Culinary Arts, 05/2005

Milwaukee Area Technical College - Milwaukee, WI

Used ticketing systems to manage and process support actions and requests

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Actively listened and asked probing questions to better assist team member

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• Answered questions about eligibility determinations and plan options.

• Processed enrollment paperwork and benefits forms Responded to team member inquiries and provided technical assistance over phone

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• Identified possible threats and minimized exposure to financial loss

• Analyzed large amounts of data to locate fraud anomalies Implemented internal controls to maintain integrity and accuracy of financial records

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Delivered W.O.W factor when resolution to problems/ issues were implemented

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• Developed detailed-oriented approach to sensitive content Produced detailed reports of fraud investigations and presented findings to senior management

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• Implemented procedures to detect as well as prevent fraud Followed-through on all critical inter-departmental escalations to increase customer retention rates.

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Met customer call guidelines for service levels, handle time and productivity managing 60 calls per day

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Promoted available products and services to customers during service, account management, and order calls.

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Trained new personnel regarding company operations, policies and services.

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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